Unlocking the Future of Fast Food: Discover How Leading QSRs Harness AI Technology for Success – Insights from The Food Institute

Technology, especially AI, is changing how we eat out. A recent study by Intouch Insight looks into how leading quick-service restaurants (QSRs) are using this tech to enhance customer experiences.

“QSRs aren’t just using technology; they’re reshaping guest experiences,” said Sarah Beckett, VP of Sales and Marketing at Intouch Insight. Brands that succeed are blending efficiency with genuine human connection at every touchpoint.

The study examined chains like Wendy’s, Panera, Chipotle, and McDonald’s. They mainly use AI, mobile ordering, and self-service kiosks to improve their services.

However, success in this space isn’t just about speed. It’s important to maintain the human touch while embracing tech. Intouch Insight found that industry leaders are using these tools to be efficient but still connect with customers on a personal level.

Voice AI

Ordering via voice AI in drive-thrus is faster and often friendlier. Still, 22% of AI orders required help from staff last year, showing that technology isn’t perfect yet.

Mobile Ordering

Mobile ordering saves time, with customers spending around 3.5 minutes less in restaurants and nearly 2 minutes less at drive-thrus. This option allows for easier personalization of meals. However, it has a downside: less opportunity for upselling, which can mean lost sales.

Restaurant Kiosks

Kiosks can simplify ordering, yet some people find them less friendly. The friendliness rating dropped from 78% with traditional counter service to just 66% at kiosks. This shows that while customers enjoy the convenience, they still value personal interactions.

In conclusion, the study shows that QSRs must find a balance between using advanced technology and maintaining genuine hospitality. This balance will help them stay competitive in a rapidly evolving market.

According to a recent report from the National Restaurant Association, 63% of customers expect tech innovations in their dining experiences. This expectation highlights the importance of keeping pace with technological advancements while ensuring a warm, welcoming environment in restaurants.

For more insights into the future of dining and technology’s role in it, check out the 2025 Emerging Experiences study by Intouch Insight.

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